General Manager

Yoga Mamas - Toronto, ON (30+ days ago)

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Full Time: 40-44 hrs a week
Start Date: November or December 2019
Compensation: $45,000 - $55,000 Salary

Your Role
Yoga Mamas is Toronto’s leading pre and postnatal wellness centre offering a range of wellness, fitness and education services for women to enjoy during the journey to motherhood and take their health to the next level. We are located in Leslieville showcasing a 4500 square foot bright and beautiful wellness centre yoga studio plus two movement and education rooms.

The General Manager is responsible for the performance our entire centre including Front Desk, Client Services, Operations, Housekeeping and Retail. This is a fast-paced managerial role and requires someone who is hands-on and thrives in an entrepreneurial environment. The successful candidate demonstrates their ability to produce balance financial, guest experience, operational and staff satisfaction outcomes.

You are incredibly organized and can manage time extremely well. You can think quickly on your feet to problem solve anything that a day might throw at you while maintaining a professional and peaceful presence in the studio. You love accomplishing goals, organizing, cleanliness, and an empty email inbox.

To be a fit for this position you must have demonstrated experience leading a team of 5 or more people, excellent customer service experience, operations management experience. Personal or professional experience in pregnancy, women’s health or wellness is a strong asset.

This is a full time salary position with health benefits, room for growth and a lot of company perks. Our centre is open 7 days a week and as such, the candidate must be able to regularly work mornings starting at 8am, evenings until 8:30PM or 10PM and on the weekend.

Here's What You'll Do As a Manager When Off The Front Desk:
Oversight of all wellness centre operations including front desk, wellness staff, educators, and housekeeping
Insuring the quality and productivity of our front desk and operations functions guarantee the cleanliness of all client areas, and high levels of personal service by our team members
Excellence in photo-ready appearance of all areas throughout the centre
Producing constant improvement in client experience satisfaction metrics
Controlling payroll and direct expenses in line with the budget and varying levels of business using corporate-wide technology and other systems
Participation in weekly management, forecasting and scheduling activities
Preparing daily action plans, disseminating and executing with staff
Daily reviews of operating outcomes (including corrective action if required)
Maintaining high visibility with associates and guests
Lead our team by example - your energy and daily execution with set the tone for the rest of the team
Administer excellent client care - manage concerns with timely follow-up. Ensure proper communication and handover to General Manager as needed.
Oversee operational excellence - troubleshoot and manage any obstacles and continually look for areas of improvement
Assist with creating the front desk schedule aligned to business needs and produce the monthly payroll reports for the accounting team
Manage employee development opportunities; recruitment, on-boarding and training
Ensure team members are engaged and morale is high within the centre, recognize team members for high performance on a daily basis

Here's What You'll Do When Working On The Front Desk:
Warmly greet all clients arriving and leaving the clinic
Answer multi-line phones
Manage online chat from clients on our website
Manage inbox with heavy email volume
Check in & check out wellness, fitness and education clients, which also includes: processing payments and scheduling future appointments and classes
Making clients feel welcome in our lounge with tea and water
Administering clinic and studio tours to new clients
Monitor client activity in the lounge ensuring wellness practitioners are running on time
Assist in flipping treatment and wellness rooms when required, cleaning cups and other items, as necessary.
Wellness appointments and scheduling: book, change and cancel appointments; familiarity with scheduling and balancing multiple practitioner schedules, including late patients; ability to learn appointment/booking software.
Fitness and education bookings and scheduling: book, change and cancel reservations; familiarity with scheduling and balancing multiple room schedules,
Perform other administrative duties such as: creating new client accounts, printing materials for educators, filing and photocopying
Receive inventory and retail shipments: inputting, pricing and displaying merchandise
Ensure reception area and waiting room are clean, beautiful and photo-ready at all times.
Stock and replenish any displays and on-hand supply with products; assist with monitoring inventory; and assistance with merchandising products on display.
Cross-train in all areas of the front desk and assist in these areas when assigned or as needed: check in, check out, back office and operations
Support General Manager and Director with special projects (as needed) and communicates progress and completion to both
Must cross train with our operations role to have the ability to assist with coverage when required.
Assist with special projects including special events and clerical assignments as requested
Other duties as assigned

Here's what you'll bring to our team:
Bachelor's degree
A minimum of 2 years in a management level role directly managing a team of 5 or more, wellness / health clinic experience preferred
Experience in staff scheduling, daily reviews and analysis of daily operations
Proficiency in the use of Google Drive, Gmail, Docs etc.
Excellent verbal and written communication skills required
Must demonstrate strong leadership skills and the ability to nurture managers-in-training
Must be detail-oriented and organized
Must be able to work closely and communicate with all staff, departments,, and clients in a professional manner
Must be highly service-oriented
A minimum of 2 years in a demanding administrative level role in a fast-paced environment, wellness / health clinic experience preferred
Personal or professional experience in pregnancy / women’s health preferred
A genuine love for providing excellent customer service and making clients feel incredibly welcome
Natural ability to lead by example
Maturity in handling sensitive and confidential situations or information
Outstanding organizational and time management skills
Comfortable switching gears at a moment's notice while maintaining laser-focus
A positive, thoughtful team player with a positive outlook on life who is ready to roll up their sleeves
Professional appearance and excellent attitude

Here are your perks:
Competitive salary
Flexible benefits package including Medical, Vision, Dental,
Subsidized wellness spending
Paid time off
Free on-site yoga, barre and pilates classes
Retail discounts
Education and professional training discounts
Professional development reimbursements